Sales and service people and DNA 

Do sales and service people have different DNA?   

Have you ever heard a CSR say “I don’t sell, I service.”  “I will never sell.”  “I wasn’t hired to sell.” Have you ever heard a producer say “I sell, I don’t service.”  “Servicing an account is not my job.”

I am betting your answer to both situations is Yes.  But it doesn’t have to be that way for CSRs or for producers.  It is largely a matter of the semantics.  What is your CSRs’ definition of selling?  What is your producers’ definition of servicing?   If selling is defined as “providing a customer with an opportunity to make an informed decision that will be of benefit,” then CSRs do that every work day.  If servicing is defined as “making sure that a satisfied customer stays satisfied,” then producers do that at every annual review or when they call to tell a customer about a new coverage. 

Do whatever works best for your agency, but make sure the organization is an integrated selling organization that provides great service!